Complaints

This profile includes complaints for Luth Research's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luth Research

  404 Camino del Rio S Ste 505 San Diego, CA 92108-3588

  
• 

  Luth Research

  PO Box 12557 San Diego, CA 92112-3557

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21, 2025 I received an invitation to participate in a $10 survey (attached invite). At completion of the 60 minute survey, I hit submit. First received completed screen and then went to I didn't qualify. (after I completed) I went to refresh and received another wording code. I wrote to survey savvy (attached) and received a response that said I will be contacted. I included the completion URL and all screen messages more than once and still have not gotten a response and my dashboard is still not showing as completed. The completion URL is *************************************************************************** (listed in the subject line of my email to surveysavvy). There is also a phone number on their page that when you call it says "call rejected".

  

  Business Response

  Date: 03/21/2025

  Dear BBB Representative
  
  We understand Ms. **************** concern.  We acknowledge her inquiry was received and responded to on 02.21.2025.  Ms. ******* ******** was informed her inquiry was sent to the Project Manager for investigation and was thanked for her patience.
  
  Our standard timeframe for receiving incentives for completed surveys is two to six weeks.  On 03.13.2025 Ms. ***************, was informed her SurveySavvy account was credited $10.00 for her participation in survey ******.She requested payment on 03.13.2025, it has been approved for payment and it is being processed.
  
   Our support telephone number is **************, and we have not received any reports of our telephone system not working properly .

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3, 2024, Survey Savvy (part of Luth Research) solicited me and many others to do a job for them. It was to be in two parts and we would be paid sixty dollars if we completed both parts. The problem is they did not give us a chance to do the second part so we were not paid anything for the intensive work we did in the first part. It involved being recorded while we were asked questions--personal questions--and while we gave our answers. It took me 45 minutes to an hour to do the job. We were supposed to be contacted in a couple of weeks to do the second half of the job and when that did not happen, I began to contact them. Their excuse was that it was a fast-paced job and that they got enough responses before I submitted mine. That is a lie! The invitation to the job said we did not have to complete it in one sitting so it could not have been a fast-paced job. At no time while I was taping my responses in an interactive session was I told they had all the responses they wanted and I should stop. I completed the job in ONE sitting without stopping once. Other people have complained about this. I have an email where that is admitted but I was not able to upload it here.

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't want to have to go this route, but I can't find any other way to contact these guys. I've had problems for almost a year with emails I send them going unreplied to, no matter whether I email the address they provide on their site or use the contact form on their site - nobody seems to get my emails and reply to them.I constantly have to check in to verify that all the surveys I've completed are getting credited promptly and the last time I was finally able to get somebody on the phone who fixed it. Now I'm missing $10 credit from a survey I did two months ago and not only will nobody reply to email inquiries but now their phone doesn't even work. I don't know how else to get a hold of them and get some resolution.When they reply to this complaint, the survey # was 305424-1 and I completed it on 5/15/24.I didn't even bother trying to collect the $1 I was missing from three months ago because of all the time I'm having to waste chasing them down, but this time I want the $10 I earned credited to my account.I also want them to get their email problem fixed and start replying to their survey takers when we have issues like this.I don't know what's changed in the last year, but I never used to have problems like this with SurveySavvy before; in the past they always replied to emails promptly and fixed issues as I reported them.

  

  Business Response

  Date: 07/12/2024

  Hello BBB representative,
  
  In response to BBB complaint #********.
  
  Our records indicate our support team responds to ************ regularly via email and telephone. A review of email communication between *********** and our support team within the last year reflects we received 10 support emails **********************************,and each were responded to within 72 hours.  Some email programs will have a filter that *** not allow unrecognized emails to be delivered to her email inbox and would be delivered to her emails spam or junk email folder. To avoid this, she *** want to add SurveySavvy to her email programs accepted emails senders list.
  ************** request for payment of $10 for participation in the survey has been accepted and posted.  The $10.00 incentive/credit she earned for participating in survey ******, was approved and posted into her SurveySavvy account on July *******. She *** now log into her SurveySavvy account and request payment.
  
  If any additional information is required, please do not hesitate to reach out.

  Customer Answer

  Date: 07/18/2024

   I do appreciate SurveySavvy responding and getting my account credited as I requested.  What I'm unhappy with is they're still not addressing the core issue - the lack of response to emails over the last year.  I can send you screenshots of MULTIPLE times I've sent messages to them over the last year - each message saying over and over again "Please respond this time" or "I've sent this three times" and they do not answer them. 

  Up until the last year or so, communication with them was always perfect, and yes, they did respond in just a few days.  But for almost a year now I've been trying to contact them by both emailing directly to their listed email address and using the Contact Us link on their site - and nobody responds.

  There was ONE phone call I made in where I finally got through to somebody who addressed all of my survey questions and then promised me she would look into why they weren't getting emails from me anymore - and six or eight months later, absolutely nothing has changed.  It's not an issue of me not getting their messages because of my spam filter - they are not getting mine.  That was verified on the phone call, that they had no record of me writing in dozens of times.  And again, this was out of the blue.  I've used SurveySavvy for several years now, and the communication has only been an issue for the last ten or twelve months.  And right before I contacted BBB, I couldn't even get somebody on the phone anymore.  Going to BBB was my last resort.
  

  I like being part of the panel, I love doing the surveys, I just wish they would check into and fix technical issues when panelists report them, instead of making us jump through these hoops to get their attention.
  

  Thank you to everyone involved in taking care of this issue for me.

  

  Business Response

  Date: 07/18/2024

  
  
  Hello BBB Representative,
  
  In response to BBB complaint #********
  
  We acknowledge ************ has reported not receiving our replies to her emails. On October 3,2023   ************ was provided instructions ensure that she receives all SurveySavvy invites and membership related email messages. If ************ could please follow the provided instructions and send us a test email to *********************************** we would be able to confirm her issue has been resolved. All email replies go all our panelists in the same methods.  We do not have a communication problem with others.
  
   If she requires any assistance, we will be happy to assist her via the telephone.  Our support telephone number is ************, Monday through Friday 8am to 4pm PST. Tue Oct 03 12:47:50 2023 ********************* - Ticket created[Reply] [Comment][Forward]
  Subject: Survey status
  Date: Tue, 3 Oct 2023 19:47:48 +0000 (UTC)
  To: **********************************
  From: ********************* <***********************>
  Download (untitled) / with headers
  text/plain 429b
  I've been sending emails from the contact link on the website for months now and nobody ever replies.
  Hello ******,
  
  
  Thank you for your email.
  
  We have received your emails from September 21st and July 7th and responded on September 21st and July 11th respectively. We hope you receive this email as we do not wish for you to feel as though your requests for information are going ignored.
  
  If you have any spam-blocking software, please add the email addresses ********************************** and ********************************* to your address book or white list.  Doing this will ensure that you receive all SurveySavvy invites and membership related email messages. 
  
  I am including the information on the surveys you requested below:
  304884-1 - completed 8/11 $5.00. Credited 10.03.2023.
  305025-1 - completed 8/15 $1.00. Credited 9.28.2023.
  305333-1 - completed 8/22 $1.50. Credited 9.7.2023.
  
  305287-1  - completed 9/5  $2.00 Credit pending.
  
  305361-1 - completed 9/6  $1.00 Credit pending.
  
  
  

  
  

  Customer Answer

  Date: 07/22/2024

  
  I sent a test message this morning just as the business requested.  If the email issue is fixed as they say it is, then I'll be expecting a response within 72 hours.  I sincerely hope it's working now, because despite what they say, the email has NOT been working for the last year.  Thank you for your help.
   
  

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been owed my August and October payments from Survey Savvy and have been getting the complete runaround from these jerks who must have nothing better to do. This is completely and totally unacceptable, and I have had quite enough.

  

  Business Response

  Date: 10/27/2023

  *******'s $12 August check was re-issued and sent out of our office on 10.25.2023.Her October check requested 10.8.2023 was sent out of our office on 10.19.2023.  :)
  

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been receiving payment for participating in the junk mail study. I received a letter this month saying that recently my junk emails were not being forwarded. I have called on four separate occasions to find out why I have not been paid in many months and also get my emails fixed that just stopped forwarding apparently. I have called the main office number and the number listed on the junk mail envelope schedule. Voicemails were left each time with no response.

  

  Business Response

  Date: 03/16/2023

  I have forwaded the respondents request onto our Special Projects team so they can contact him. :)